EMEA Renewal & Retention Lead

WGSN; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

WGSN is seeking an Account Manager to join its EMEA Retention Acceleration team. You’ll manage a portfolio of 150–200 SME accounts, prioritising retention by helping clients understand value from the services they already have.

This role uses conversations, usage data and Salesforce insights to spot renewal risks and drive renewals. You’ll coordinate with internal teams to deliver a joined-up onboarding through to renewal.

Qualifications

• Experience in account management, customer retention or contract management in a B2B subscription or SaaS business.
• Confidence managing renewal conversations, negotiations and procurement processes.
• Strong organisation and the ability to manage a high-volume customer portfolio in a fast-paced environment.
• Comfortable using data, dashboards and CRM insights to prioritise work and guide customer conversations.
• Clear communication skills and the ability to build trust with different customer and internal stakeholders.
• Fluency in English and Italian and/or French.
• Experience with Salesforce or a similar CRM.

Responsibilities

• Own renewal outcomes across a portfolio of 150–200 accounts, taking early action to reduce risk and prevent avoidable cancellations.
• Help customers understand the value of the services they already have through clear, relevant and data-informed renewal conversations.
• Manage renewals from 12–16 weeks before the renewal date, coordinating internal and customer stakeholders to keep decisions on track.
• Increase adoption of automatic renewal and help make onboarding and renewal processes more efficient.
• Respond to contract and renewal questions clearly and promptly, giving customers a straightforward experience.
• Monitor customer usage, feedback and Salesforce insights to identify risks and decide where to focus.
• Follow agreed actions when a customer signals an intention to cancel, and keep the right people involved.
• Maintain accurate renewal forecasts, account plans and records of customer communications in Salesforce.
• Share customer feedback with internal teams to support improvements to our products, services and processes.
• Work with Client Services, Operations, Advisory and Product to give customers consistent support.
• Identify opportunities to automate and improve our renewal workflows and reporting.

Skills

Account management

Customer retention

Contract management

Renewal conversations

Organisation

Data-driven decisions

Communication

Fluency in English

Italian

French

Salesforce

CRM

Tools

Salesforce

Job description

WGSN is seeking an Account Manager to join its EMEA Retention Acceleration team. You’ll manage a portfolio of 150–200 SME accounts, prioritising retention by helping clients understand value from the services they already have.

This role uses conversations, usage data and Salesforce insights to spot renewal risks and drive renewals. You’ll coordinate with internal teams to deliver a joined-up onboarding through to renewal.